WebRTC Explainer
Introduction
This page details the newly released Webex Contact Center WebRTC feature.
Prerequisites
Technical Requirements
The following are required/recommended to implement WebRTC:
WxCC Platform
Voice Media Platform: Real Time Media Service
RedSky Implementation for E911 Support
Recommendation for Implementation
We recommend collaborating and participating in a demo/walk through with the CX Advanced Solutions team.
Background
As laid out on Cisco’s “What's new for administrators in Webex Contact Center” page, WebRTC for Webex Contact Center was released into production on May 16, 2024, including support for E911.
Details
For specifics, see the following sections of the “What’s new for administrators…“ page:
May 16, 2024
Enhanced E911 Support for WebRTC Users
With the integration of WebRTC support, administrators can utilize the Redsky Emergency solution, ensuring compliance with U.S. and Canadian federal regulations. This feature will enable you to provide precise location information for emergency calls, seamlessly integrating with our robust contact center solution.
For more information, see Provision Emergency Calling in Webex Contact Center for Administrators.
May 16, 2024
WebRTC support for Webex Contact Center
Webex Contact Center is introducing WebRTC (Web Real-Time Communication) support for Agent Desktop using the Next Generation Media Platform (RTMS).
With this feature, agents can use Agent Desktop with a headset without an external phone, extension number, or additional popover of a soft phone. Agent Desktop supports all current voice functionalities such as hold, retrieve, transfer, and conference. Features such as mute, auto-answer, and dial pad are added to Agent Desktop to facilitate browser-only use. Also, when an agent signs in using a browser, a new WebRTC status indicator shows whether the voice service is up, down, or in a connecting state.
This gives customers greater freedom and flexibility in deploying agents, minimizing costs, and reducing onboarding times to deploy or expand a new contact center.
For more information, see Sign in to Agent Desktop.